Refund / Lead Credit Policy

This Refund / Lead Credit Policy explains how ER24 reviews contractor requests for credits or refunds related to lead access purchases.

This policy applies to contractor lead access purchases, wallet deductions, account credits, and related payment activity on ER24. It does not control any separate payment, refund, discount, or dispute between a customer and contractor for the actual roadside service.

ER24 may allow approved contractors to purchase or use lead access for a customer request. Lead access may reveal customer contact information, including name, phone number, email address, full service address, and map-related information.

The lead access price is the price shown at the time of unlock or purchase. ER24 may support wallet balance, account credits, promotional credits, or third-party payment processing for lead access.

Lead access purchases are generally final and non-refundable once customer contact information is revealed.

The reason is that lead access provides access to customer information and a time-sensitive service opportunity. Once that information is unlocked, ER24 cannot make the lead fully unused again.

ER24 may, at its discretion, review a contractor request for account credit if platform records or supporting information show that:

• The same lead was accidentally charged more than once.
• The lead was a clear duplicate of another active request.
• The lead was clearly fake, fraudulent, or abusive.
• The contact information was technically inaccessible due to an ER24 platform error.
• The request was already expired, unavailable, or inaccessible because of a platform error at the time of unlock.
• ER24 determines that a credit is appropriate based on documented facts.

Credits are not automatic. ER24 may request screenshots, timestamps, communication details, request IDs, payment records, or other information to review the issue.

ER24 does not guarantee a credit or refund simply because:

• The customer does not answer.
• The customer does not hire the contractor.
• The customer chooses another provider.
• The customer cancels after valid contact information was revealed.
• The customer and contractor cannot agree on price.
• The contractor is unavailable, too far away, late, or unable to perform the service.
• The contractor selected the wrong service category or service area.
• The contractor did not read the request details before unlocking.
• The contractor does not have the required license, insurance, vehicle, equipment, or eligibility for the service.
• The contractor loses access due to suspension, expired documents, or policy violation.
• The contractor already contacted or attempted to contact the customer.
• The request was time-sensitive and the contractor did not act quickly enough.

To request review, contact ER24 at support@er24.io as soon as possible, preferably within 24 hours of the lead access purchase, and generally no later than 48 hours after the lead access purchase.

Include:

• Contractor name.
• Account email or phone number.
• Request ID or customer request details.
• Date and time of unlock.
• Reason for the review request.
• Screenshots or supporting evidence.
• Any communication details relevant to the issue.

Late, incomplete, unsupported, or abusive requests may be denied.

When ER24 approves a review request, ER24 may issue an account credit instead of a cash refund.

Account credits may be usable only for future lead access on ER24. Account credits may have no cash value, may not be transferable, and may be subject to account status, eligibility, and platform rules.

Cash refunds are not guaranteed.

If a lead access purchase was processed through a third-party payment processor, any refund or reversal may also be subject to the processor's rules, timing, fees, technical limits, fraud review, or chargeback process.

ER24 may deny or limit credits, refunds, or account access if ER24 believes a contractor is abusing payment disputes, chargebacks, credit requests, promotions, wallet credits, or refund processes.

ER24 may deny credits, suspend accounts, remove contractor access, or take other action if a contractor submits false credit requests, repeatedly unlocks unsuitable leads, misuses customer information, abuses payment systems, or violates ER24 policies.

FOR-DEVS LLC
Operating brand: ER24 / Emergency Repair24
Email: support@er24.io
Websites: ER24.io and EmergencyRepair24.com